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Carefully Packed in Türkiye
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Shipping Policy

Every order is carefully inspected and securely packaged for delivery from our workshop in Kayseri, Türkiye.

Last updated: July 30, 2026

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Handmade to Order Processing time is displayed on each product page.
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International Delivery Available destinations are shown during checkout.
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Tracked Shipping Tracking details are provided whenever available.

1. Shipping Origin

All Terralora Ceramics orders are produced, inspected, packaged, and shipped from Kayseri, Türkiye.

2. Processing and Production Time

Terralora Ceramics products are handcrafted and some products may be made to order.

The estimated processing or production time for a product will be displayed on the relevant product page or communicated during the ordering process.

Processing time may include:

  • Producing or finishing the ceramic product;
  • Glazing, decorating, drying, or firing where applicable;
  • Completing personalization or custom details;
  • Quality inspection;
  • Preparing protective packaging; and
  • Handing the parcel to the shipping carrier.
Processing time is separate from the carrier’s delivery or transit time.

Personalized, custom-made, wholesale, or high-volume orders may require additional production time.

Business days exclude Saturdays, Sundays, and public holidays observed in Türkiye.

If an unexpected production delay occurs, we will contact you using the information provided with your order.

3. Shipping Destinations

We ship to the countries and regions available during checkout.

Shipping destinations may change because of carrier limitations, customs requirements, international restrictions, safety conditions, sanctions, or other operational circumstances.

If your country or address is not accepted during checkout, contact us before placing an order.

4. Shipping Charges

Shipping charges are calculated and displayed during checkout before payment is completed.

Shipping prices may depend on:

  • The delivery country and region;
  • The number and type of products ordered;
  • The total parcel weight;
  • Parcel dimensions;
  • The selected delivery service; and
  • The total order value.

Free-shipping promotions may exclude certain countries, products, oversized parcels, remote areas, or express delivery services.

5. Estimated Delivery Times

Delivery dates shown during checkout, on product pages, or in order communications are estimates and are not guaranteed unless expressly stated otherwise.

Delivery may be affected by:

  • Customs inspections and clearance;
  • Carrier disruptions;
  • Weather conditions;
  • Public holidays;
  • Incorrect or incomplete addresses;
  • Remote-area delivery requirements;
  • Strikes or operational interruptions;
  • Security events or natural disasters; and
  • Other circumstances outside our reasonable control.

These provisions do not limit any mandatory consumer rights available under applicable law.

6. Tracking Information

Where tracking is available, tracking details will be sent after the order has been dispatched.

Tracking may take time to become active after a shipping label has been created or the parcel has been handed to the carrier.

7. Customs Duties and Import Charges

International orders may be subject to import VAT, customs duties, brokerage fees, handling charges, or other taxes imposed by the destination country.

Unless these charges are expressly collected during checkout, they are not included in the product price or shipping charge and are the recipient’s responsibility where permitted by applicable law.

Terralora Ceramics does not control charges imposed by foreign customs authorities and cannot guarantee the amount that may be charged.

Customers are responsible for reviewing local import requirements before ordering.

Refusing delivery or failing to pay customs charges does not automatically cancel an order. Where legally permitted, a refund for a parcel returned to us may be reduced by direct costs such as original shipping, return shipping, customs charges, or carrier fees.

8. Delivery Address

Customers are responsible for providing a complete and accurate:

  • Recipient name;
  • Delivery address;
  • Postal or ZIP code;
  • Telephone number; and
  • Customs information where required.

Contact us immediately if you notice an address error. We cannot guarantee that an address can be changed after production, packaging, or shipment has started.

If an order is returned because of an incorrect address, unavailable recipient, refusal of delivery, or failure to complete customs requirements, additional delivery or return expenses may be charged where legally permitted.

9. Damaged Products

Our ceramic products are packaged using protective materials intended for domestic and international transportation.

Please inspect the parcel and product immediately after delivery.

If a product arrives damaged, contact us as soon as reasonably possible, preferably within 48 hours after delivery.

Please provide photographs showing:

  • The complete product;
  • The damaged area;
  • The external shipping box;
  • The internal protective packaging;
  • The shipping label; and
  • Any visible damage to the parcel.

Please keep the product and all packaging until the claim has been assessed.

The 48-hour request helps us make a carrier claim but does not remove any mandatory consumer rights that may apply.

10. Lost or Missing Parcels

If tracking has not updated for an unusual period or your parcel has not arrived within a reasonable time after its estimated delivery date, contact us.

We may ask you to confirm your delivery information and cooperate with a carrier investigation.

A replacement, refund, or other remedy will be considered after the investigation and in accordance with applicable law.

11. Parcels Marked as Delivered

If tracking shows that a parcel has been delivered but you cannot locate it:

  • Confirm the address shown on your order;
  • Ask household members, neighbors, or building staff;
  • Check around the property and designated safe locations; and
  • Contact the local delivery carrier.

If the parcel remains missing, contact us promptly so that we can determine whether a carrier investigation is available.

12. Split Shipments

Products from the same order may occasionally be shipped in separate parcels where this is safer, more practical, or necessary because of production schedules.

Where an order is divided, additional tracking numbers may be provided. The customer will not be charged an additional shipping amount unless this was agreed before shipment.

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Shipping Questions?

Contact us for assistance with destinations, tracking, or delivery.

shop@ambianceexport.com
+90 540 023 1299

Terralora Ceramics · Kayseri, Türkiye